Cancellation Policy  

At Craftibay, operated by Modernmarketplace Hub Private Limited, we are committed to delivering a smooth and hassle-free shopping experience. In this policy, “we,” “us,” and “our” refer to Modernmarketplace Hub Private Limited, while “you,” “your,” and “user” refer to our valued customers.  

We understand that preferences may change, and you might wish to cancel an order. This policy explains the process and conditions for cancellations.  

Cancelling Before Shipment  

• Orders can be cancelled within 24 hours of placement or before shipment, whichever comes first.    
  
   
• To request a cancellation, contact our customer support team via email.    
  
   
• Eligible cancellations will receive a full refund to the original payment method within 5–7 business days.  

Orders Already Shipped  

• Once an order has been dispatched, cancellation is no longer possible.    
  
   
• You may, however, return the product after delivery following our Return & Refund Policy.  

Modifying an Order  

• We currently do not allow changes to items or delivery addresses after an order is placed.    
  
   
• If adjustments are required, you must cancel the existing order (if eligible) and place a new order.  

Contact for Cancellations  

For any cancellation requests, please contact our support team at modernmarketplacehubpvtltd4@gmail.com.  

At Craftibay, we are committed to providing a smooth and reliable shopping experience. We prioritize fair treatment and the transparent resolution of all customer concerns. This Grievance Redressal Policy ensures that complaints are addressed efficiently, professionally, and in compliance with applicable laws.  

What is a Grievance?  

A grievance refers to any complaint or dissatisfaction related to products or services purchased on our platform, where you seek resolution. Examples include:  

• Defective or substandard products in apparel and accessories.    
  
   
• Incorrect, delayed, or failed deliveries.    
  
   
• Payment or transaction-related issues.    
  
   
• Problems with returns, refunds, or exchanges.    
  
   
• Concerns regarding customer support.    
  
   
• Questions or clarifications about our policies.  

How to Lodge a Grievance  

To raise a grievance, follow these steps using our support channels:  

• Visit Help Centre or Contact Page: Navigate to the “Help Centre” or “Contact Us” section on our website or mobile app.    
  
   
• Select Issue Category: Choose the topic that best represents your grievance.    
  
   
• Submit Details: Provide your Order ID, a detailed description of the issue, and any supporting documents or images.    
  
   

Once submitted, our support team will review and respond appropriately.  

Escalation to Grievance Officer  

If your grievance remains unresolved or you are unsatisfied with the response, it can be escalated to our designated Grievance Officer.  

• This process follows the Information Technology Act, 2000, and other applicable laws.    
  
   
• The Grievance Officer ensures fair complaint handling and manages escalated issues.    
  
   
• Contact the Grievance Officer at: modernmarketplacehubpvtltd4@gmail.com.  

Grievance Resolution Process  

• Acknowledgement: You will receive confirmation of your grievance via email within 48 hours.    
  
   
• Reference ID: A unique ticket number will be generated for your complaint.    
  
   
• Resolution Timeline: Our team, along with the Grievance Officer, aims to resolve complaints promptly, typically within 7 working days, or as required by law.    
  
   
• Updates: Regular updates on your grievance will be shared via your registered communication method.  

Closure of Grievance  

A grievance is considered resolved under the following circumstances:  

• When a satisfactory resolution is provided by our support team or Grievance Officer.    
  
   
• If there is no response from you within a reasonable period after a resolution is proposed.    
  
   
• Once a final decision has been communicated according to our policies and legal requirements.  

Contact Information  

For any queries or to file a grievance, please reach out at: modernmarketplacehubpvtltd4@gmail.com.